Sr. Customer Success Manager

Pinwheel - Helping banks win primacy with frictionless account activation solutions

Pinwheel helps banks win primacy by making switching direct deposits easy. Through exclusive and first-of-its-kind partnerships with payroll providers, Pinwheel can instantly authenticate consumers without credentials. This new product provides best-in-class conversion, greater security, better insights, and a seamless UX for switching direct deposits at the world's leading financial institutions.
Pinwheel's platform has enterprise-grade security protocols to power connections to over 1,800 platforms (covering up to 100% of US workers paid via direct deposit) and over 1.5 million employers. From that point of connectivity, leading fintechs and financial institutions (such as Block's Cash App, Citizens Bank, Acorns, Credit Karma, and more) leverage us to power direct deposit switching, earned wage access, income & employment verification, and build innovative new products.

Pinwheel - Helping banks win primacy with frictionless account activation solutions

Pinwheel helps banks win primacy by making switching direct deposits easy. Through exclusive and first-of-its-kind partnerships with payroll providers, Pinwheel can instantly authenticate consumers without credentials. This new product provides best-in-class conversion, greater security, better insights, and a seamless UX for switching direct deposits at the world's leading financial institutions. 

Pinwheel's platform has enterprise-grade security protocols to power connections to over 1,800 platforms (covering up to 100% of US workers paid via direct deposit) and over 1.5 million employers. From that point of connectivity, leading fintechs and financial institutions (such as Block's Cash App, Citizens Bank, Acorns, Credit Karma, and more) leverage us to power direct deposit switching, earned wage access, income & employment verification, and build innovative new products. 

Pinwheel is trusted and funded with $77M by top-tier investors such as GGV, Coatue, First Round Capital, and more. 

What are we looking for?

Customer Success Manager is a dynamic and critical role at Pinwheel. In this role, you will be the owner of customer relationships for an assigned group of customers ranging from large Enterprise fintechs to smaller Credit Unions. You will work across our product offerings to support our customers through their entire lifecycle, including onboarding, optimization and expansion. As an API driven product you will need a firm command of the technical aspects of an API, including basic implementation, specific use cases and troubleshooting. Effective onboarding is key and we heavily emphasize effective, timely and repeatable onboarding processes.

Once a customer is live, Customer Success Managers are the primary point of contact for customers to support ongoing usage. You will help customers analyze performance, offer suggestions on how they can improve their usage and utility, present compelling suggestions for expansion and persuade stakeholders across the customer orgs to proceed.  

Effective Customer Success Managers create strong relationships with several contacts at the customers’ companies. Through these contacts, you thoroughly understand the customers’ business objectives, helping you to best identify where expansion opportunities lie. By collaborating with Account Managers from the Sales team, we are effective in upselling existing customers by uncovering additional use cases for new products and opportunities to expand usage of existing products.

What will you be doing?

You will be a key factor in driving Pinwheel’s next stage of growth. More concretely, you will:

• Own the overall relationship for assigned customers, often organizing multiple projects concurrently with customers.
• Support customers throughout their entire Pinwheel lifecycle, including implementation, renewal and growth. 
• Provide technical guidance for customers during implementation and when rolling out new products.
• Identify expansion opportunities by focusing on growing usage and partnering with Account Managers to uncover additional upsell sales opportunities.
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success.
• Contribute to department process and documentation.
• Deliver superior, proactive customer success services to Pinwheel customers.

Timeline for a successful CSM at Pinwheel.

With the support of the existing Success Team, you will achieve the following:

• In the first 30 days, you will be able to give a demo of how Pinwheel works in preparation for onboarding your first customer.
• In the first 45 days, assume ownership of 5-10 customer accounts
• In the first 60 days, deliver your first account review (QBR)
• In the first 90 days, own 20+ customer accounts
• In the first 120 days, identify and help close your first upsell.

What skills are necessary?

• 5-7 years experience in Customer Success or Account Manager role
• Proven experience in technical role supporting technical product or API based product
• Experience working with large and/or Enterprise customers (ARR $1m+)
• Passion and demonstrated experience in understanding complex systems (APIs, database,etc), and finding solutions to technical problems.
• Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship
• Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems
• Early-stage startup experience is highly valued, but not required
• Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc.

Why join Pinwheel?

Best time to join - Our company is small but well-funded, meaning you are joining at a time where you can impact and shape the company.

Be a cultural builder - You will have an active hand in molding the company culture and being a part of the entrepreneurial journey.

Build Something Revolutionary - Help build the consumer data infrastructure of the future.

Belong - Join a community that is passionate and relentless about building fairer financial systems for all.

Benefits included:

• Excellent compensation & equity packages
• Full medical, dental, and vision benefits
• Life & short-term disability insurance
• Unlimited vacation
• Paid parental leave
• 401K for retirement planning
• Mentorship opportunities
• Free Citibike membership
• Pet-friendly offices and Zoom spaces

This role is based in New York City and involves occasional travel (10-20%).

At Pinwheel, total compensation is made up of salary + equity + benefits. We recruit motivated and high performing talent, and work to compensate people in line with the value they can bring to the organization in delivering outsized results. The talent market is competitive, and maintaining our ability to recruit and retain the best team possible is a top priority for Pinwheel. When creating an offer, we consider interview performance, candidate experience, external market competitiveness, and internal equity in thoughtfully assessing compensation.  The base cash salary range for this role is $112,000 - $128,000 base with on track total earnings (OTE) of $140,000 - $160,000.

Diversity & Inclusion at Pinwheel

At Pinwheel, we are committed to building an environment that is diverse and inclusive. We believe that having people across different backgrounds, experiences, abilities, and perspectives enables us not only to build the best financial products, but to help us realize the best versions of ourselves. Pinwheel is an equal opportunity employer, and we aim to be an open and supportive place to work.